Technical Program Manager - Senior Support Engineering

About the Team

The Technical Support team is responsible for ensuring that developers and enterprises can reliably build mission critical solutions using OpenAI models. We provide technical guidance, resolve complex issues and support customers in maximizing value and adoption from deploying our highly-capable models. We work closely with Technical Success, Product, Engineering and others to deliver the best possible experience to our customers at scale. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises. 

About the Role

We are looking for a Program Manager to join our Senior Support Engineering team. This role is an exciting opportunity to help define and implement foundational support practices that will scale with OpenAI’s growth. You will lead efforts to establish new operational frameworks, including building incident management programs, driving process alignment with various engineering teams, and leading tooling and automation projects. This position offers the chance to make a significant impact in shaping customer experience while collaborating across multiple teams.

This role is based in San Francisco, CA, and follows a hybrid work model of 3 days in-office per week. Relocation assistance is available.

In this role, you will:

• Establish and operationalize key frameworks for support practices, such as incident management, engineering alignment, and tooling/automation programs.
• Work closely with Engineering, Product, and Customer Success teams to ensure alignment and create seamless workflows between support and internal stakeholders.
• Lead projects to identify, implement, and scale tools and automation that improve customer support efficiency and effectiveness.
• Create scalable practices for a rapidly growing environment, driving impact across multiple areas of the customer journey.
• Collaborate across teams to identify opportunities for improvement, reduce friction, and enhance overall customer satisfaction.
• Help shape the vision and strategy of a new team, contributing to its long-term success and influence across the organization.

You might thrive in this role if you:

• Have 5+ years of experience in program management, operations, or support engineering, with a focus on building scalable processes and tooling.
• Excel in a dynamic, high-impact team environment where you can create structure and make meaningful contributions.
• Have a proven ability to lead cross-functional initiatives and align diverse teams around shared goals.
• Are passionate about using tools and automation to drive efficiency and improve customer outcomes.
• Possess exceptional communication, organization, and problem-solving skills.
• Demonstrate adaptability and eagerness to tackle new challenges in a dynamic, fast-paced environment.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. 

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status. 

OpenAI Affirmative Action and Equal Employment Opportunity Policy Statement

For US Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.

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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.